HEATHER LANGSTON
Folsom,CA
Summary
Dynamic, driven and positive attitude individual that inspires positive teamwork, enthusiasm and success. To Succeed you must thrive in a fast-paced, multi-faceted, deadline-oriented environment while remembering your core values and exceeding your companies results. Active Listening Critical Thinking Time Management Strong attention to detail Accurate Exceeds in Customer Service Able to prioritize work load with efficiency 40+ words per minute Familiar with excel spreadsheets Good problem solving and team working skills Versatile and well-organized Deep knowledge of making administrative and procedural decisions Goal and Results oriented individual
Overview
20
20
years of professional experience
Work History
Customer Service Manager
Hyundai Auto Group
Folsom, CA
03.2021 - Current
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Followed through with client requests to resolve problems.
- Introduced higher standards for customer service and increased efficiency by streamlining operations.
- Exceeded team goals and collaborated with staff members to implement customer service initiatives.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Built partnerships with diverse internal teams and sales, finance and operations departments to streamline processes.
- Improved customer service initiatives by streamlining sales and order management processes.
- Contacted existing and prospective customers by phone or email on consistent basis, which resulted in surpassing service targets.
Collections Manager
Lithia Corporate
Medford, OR, Oregon
11.2014 - 07.2019
- Head Quartered in Medford, Collections Lead for all of Southern Cascades
- Currently we are a newer company that has been in business just over 8 years
- Southern
- Cascades is the Bank/Lien holder for all Lithia Motors stores
- Lithia has been in business since 1946
- Personal Responsibilities detail: Implementing daily Goals, work ethic and Core Values
- Ensuring Team & Personal performance to not only meet but exceed company and department goals
- Managing company and personal expectations to ensure goals, tasks and numbers are being preformed at their highest levels
- Handle staffing levels to accommodate workload, time, accounts, month-end and all year-end deadlines
- I over see 19 employees in the Collections Dept
- Constantly seeking continuous improvement, customer support, policy, procedures, processes and individual needs and encouraging ideas
- I personal monitor progress and seek training opportunities to ensure individual and team success while adhering to FDCPA guidelines.
- Evaluated employee skills and knowledge regularly, training and mentoring individuals with lagging skills.
- Coached team members in techniques necessary to complete job tasks.
- Trained new team members by relaying information on company procedures and safety requirements.
- Supervised staff of collectors, monitoring phone calls and letters.
- Trained and mentored new employees on collection methods, documentation requirements and performance strategies.
Process Server / Billing Accountant
Cleveland Process Serving, LLC
Medford, OR
11.2008 - 06.2015
- Served Legal documents in Jackson and Josephine Counties
- Worked alongside with the Sheriff's Dept
- For Legal court Documents
- I served Divorce, Small Claim, Subpoenas, FED's, Writ of
- Garnishments, Foreclosure Docs and conducted Foreclosure sales at court house
- Supervisor: Linda Gates 541-821-2590 office
Supervisor
Edmark Superstore, Gene
Nampa, Idaho
10.2007 - 11.2008
- Sales via Internet, Ebay, Auto trader and Craigslist
- Sold numerous vehicles out of state and over the phone
- To conduct this job accurately and proficiently I needed to be very organized, knowledgeable and enthusiastic
- I adapt well to change and it showed in my sales numbers
- I was the highest ranked phone sales person 10 of the 13 months I was there
- Normal Duties consisted of managing customer leads, vehicle inventory, responding to all inquires in a quick and timely manner and providing over the top customer satisfaction
- Tilby 877-937-5727
Collections Manager
John L Sullivan
Roseville, CA
01.2001 - 10.2007
- When first hired at Toyota I handled phone appointment calls for the service and parts department, after 6 months I was promoted to sell and make appointments to install all After
- Market Accessories
- I worked in this department for approx.1 year then was promoted to collections Manager for
- Toyota, after collecting over 80K of unpaid debt in my first 10 months I was asked to handle all 4 John Sullivan stores, which included Saturn, Dodge, Toyota and Chevrolet
- I recovered debt that was open and charged off, even debt deemed to be "un-collectible"
- I was in charge of all incoming cash, debit, check, NSF check fee's, payments and high pay off's
- It was my personal responsibility to draft and file all small claims paperwork, and represent
- Mr.Sullivan in court every Friday
- This position was fully ran by myself personally and after a year
- I was allowed to hire 3 personal assistants due to the volume of dealerships and incoming court cases before relocating to Idaho
- Supervisor: Kathleen Langston 916-626-7542.
Hidden Valley High School
Murphy, US
01.1998
- Speaking- Talking to others to convey personal and work related information effectively and proficiently
- Active Learning- Understanding the implications of new information for both current and future problem solving and decision-making
- Complex problem solving- Identifying complex problems and reviewing all related information to develop and evaluate options and implement solutions
- Time Management - Sense of urgency, accurately managing others and my own time for personal goals and responsibilities
Education
High School Diploma -
Hidden Valley High School
Murphy Oregon06.1998
Skills
- Compliance Assessments
- Employee Training Oversight
- Business Relationship Management
- Payment Acceptance
- Past Due Procedures
- Financial Transactions
- Collection Calls
- Problem Anticipation and Resolution
- Past Due Balance Management
- Departmental Activities
- Collections Actions
- Spreadsheet Tracking
Timeline
Customer Service Manager
Hyundai Auto Group
03.2021 - Current
Collections Manager
Lithia Corporate
11.2014 - 07.2019
Process Server / Billing Accountant
Cleveland Process Serving, LLC
11.2008 - 06.2015
Supervisor
Edmark Superstore, Gene
10.2007 - 11.2008
Collections Manager
John L Sullivan
01.2001 - 10.2007
Hidden Valley High School
01.1998
High School Diploma -
Hidden Valley High School
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